Senior Analyst Workforce Scheduling
Senior Analyst Workforce Scheduling
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$ 56000 - 88000
1 Vacancy
Job Description
GEICO is leading the charge in delivering superior customer service across our Contact Center operations supporting over 9000 agents in our Auto Service Sales Claims Commercial and Recreational product lines. We are committed to transformation operational excellence and leveraging cuttingedge workforce management strategies including the NICE WFM platform PowerBI Alvaria/Aspect AWS Connect to transform our contact center performance.
Position Overview:
We are seeking a detailoriented and proactive Senior Workforce Management Scheduler to create and maintain efficient employee schedules that align with forecasted workload demands. This role is critical in ensuring adequate staffing to meet operational goals maintain service levels and optimize labor costs while balancing business needs with employee satisfaction. By incorporating employee availability and preferences the Senior Workforce Management Scheduler plays a pivotal role in fostering a positive work environment and ensuring operational efficiency in a fastpaced dynamic setting.
Key Responsibilities:
Scheduling Development and :
As a senior level workforce scheduler Develop and maintain schedules based on forecasted workload demands to meet service level agreements (SLAs) and operational efficiency goals.
Optimize shift patterns break allocations and resource coverage for peak periods unplanned absences and evolving business requirements.
Proactively manage scheduling adjustments to balance workload demands and employee availability.
RealTime Adjustments:
Monitor realtime adherence and dynamically adjust schedules to address variances between actual and forecasted workloads.
Recommend and implement shortterm solutions such as overtime shift swaps or temporary staffing to address immediate needs.
EmployeeCentric Scheduling:
Incorporate employee availability preferences and skill sets into scheduling processes to promote fairness and satisfaction.
Communicate schedule changes effectively to employees resolving conflicts in a timely and professional manner.
Data Analysis and Reporting:
Utilize workforce management tools to analyze historical data and enhance scheduling accuracy.
Generate detailed reports on scheduling efficiency adherence shrinkage and overtime utilization.
Monitor key performance metrics and identify actionable insights to improve workforce scheduling practices.
Collaboration and Stakeholder Engagement:
Work closely with the forecasting team to align schedules with workload predictions.
Partner with operations managers and HR to address staffing challenges and implement solutions that support employee engagement and business needs.
Qualifications:
Education and Experience:
Bachelors degree in business administration Data Analytics or a related field or equivalent work experience.
Minimum of 3 years of experience in workforce management scheduling or a related analytical role.
Technical Skills:
Proficiency in workforce management software (e.g. NICE Alvaria AWS) and advanced Excel or data visualization tools (e.g. Power BI Tableau).
Strong understanding of forecasting scheduling and workforce optimization techniques.
Soft Skills:
Excellent problemsolving and analytical abilities with a focus on delivering actionable results.
Strong communication skills with the ability to present data and recommendations to stakeholders.
Highly organized and detailoriented capable of managing competing priorities in a fastpaced environment.
Collaborative and adaptable with a proactive approach to addressing challenges.
Compensation:
$56000 $88000
Work Schedule:
Hybrid 3 days in office
Relocation:
Relocation may be offered
Location:
This posting is open to candidates in the following areas: Richardson TX Lakeland FL Macon GA Virginia Beach VA Tucson AZ and Fredericksburg VA
Benefits:
As an Associate youll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and wellbeing including:
- Premier Medical Dental and Vision Insurance with no waiting period**
- Paid Vacation Sick and Parental Leave
- 401(k) Plan
- Tuition Assistance
- Paid Training and Licensures
*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race color religious creed national origin ancestry age gender pregnancy sexual orientation gender identity marital status familial status disability or genetic information in compliance with applicable federal state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.
Required Experience:
Senior IC
Employment Type
Full-Time
